Job Description

Posted 3 hours ago

1st Line Support Analyst required by market leading, award winning, professional services organisation based in Salisbury. This is an excellent opportunity for someone with a passion for technology and customer service to develop their skills within a supportive environment, acting as the first point of contact for IT support across the business.

The Role

Working as part of a collaborative IT team and reporting to the IT Director, you will provide front-line support to users, ensuring issues are logged, diagnosed, and resolved efficiently.

Key responsibilities include:

* Acting as the first point of contact for all IT support queries

* Logging, categorising, troubleshooting, and resolving technical issues

* Escalating more complex problems to 2nd line support where required

* Supporting a range of applications, including Microsoft 365 and other business systems

* Assisting with hardware and software installations, configurations, and upgrades

* Contributing to IT projects, including system upgrades and new implementations

* Delivering a high level of customer service with a positive and proactive approach

This is a user-facing role, requiring strong communication skills and a professional, approachable manner.

About You

* Previous experience in an IT support or helpdesk environment is desirable

* Good working knowledge of Windows 10/11 and Microsoft 365 (Word, Outlook, Excel, PowerPoint)

* Basic understanding of networking and desktop hardware

* Awareness of cyber security best practices

* Strong problem-solving skills and attention to detail

* Excellent communication skills, with the ability to explain technical issues to non-technical users

* A positive, team-oriented attitude with the ability to work independently

Working Pattern

* Monday to Friday, 9:00am – 5:00pm (35-hour week)

* Fully onsite in Salisbury (5 days per week)

* Occasional travel to a secondary UK office may be required

* Some out-of-hours work for upgrades or critical support

Benefits

* Annual bonus

* Private medical insurance (BUPA)

* Competitive pension scheme

* 25 days annual leave

* Additional travel-related benefit (e.g. train/parking support)